1. HRD – PT BALI CASA

3. A Customer Complaint is an expression of
dissatisfaction on a consumer’s behalf to a
responsible party. ( London ,1980 )
Complaint is also described in a positive sense as a
report from a consumer providing documentation
about problem with a product or service.

4. Management finds out about customer
dissatisfaction through two mechanism : VOICE
AND EXIT.
VOICE represents complaints “the voice” of the
customer’
EXIT occurs when the customers stops buying or
using the services

5. 1. Service content
2. Service delivery
3. Service Quality
4. Personnel
5. Requests
6. Communications
7. Response time
8. Documentation
9. Billing
10. Follow up
11. Others

7. 1. Listen to the consumer :
Listen to what the consumer has to say. Even
if you can not solve the problem, you still
need to listen. Don’t argue. Don’t blame others.
Don’t make excuses.
2. Body Language
The way you stand and look at the customer can
speak more than words. Maintain eye contact
and don’t cross your arms over your chest.

8. 3. Apologize
Remember that customer who was so upset the long
waiting line ? Offer an apology “ I understand that
you are not happy about the wait, sir, but we are
working as fast as we can to get you a table. We are
really appreciate you patient and willingness to wait.
Perhaps you would like to have drink at the bar until
your table is ready “?

10. 4. Take Action
Offer options to allow customer some
control over the outcome. Say what you
can do, not what you can’t do. Refunds
or exchanges may fix the problems, but
only personal service will repair a
relationship.

11. 5.Follow up
Check with customer satisfaction to the
action taken or offer given to the customer.
6.Record Complaints
Create complaints categories that make
sense for your organization.
7. Thanking the customer
Say thank you to customer to bring the
problems or complaints to your attention

12.  See you on next session